Conversations · 1 min read
Conversation SLA Workflow Triggers and Permissions
Conversation SLA workflows let you automate follow-up when a conversation's response timer is Due Soon, Overdue, or manually dismissed. First set up your SLAs. See Set Up and Track Conversation SLAs.
Build an SLA workflow
- Go to Automation > Workflows and create a workflow.
- Choose the Conversation SLA trigger.
- Pick the event: Due Soon, Overdue, or Dismissed.
- Optional: add filters such as message channel, tags, owner, or custom fields.
- Add the actions you want, like notifying a manager, reassigning the conversation, or sending an internal alert.
- Save and publish.
Choose who can dismiss SLAs
- Go to Conversations > Settings.
- Under Who can manually dismiss SLA from conversations?, choose All users or Admins only.
- Save.
Anyone allowed can click the SLA timer in the conversation and dismiss it. The conversation then shows a note with who dismissed it and the SLA status at the time.